===== About Upserve =====

Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps. Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver. We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions. Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

===== About the Role =====

Upserve’s Customer Success team is responsible for an incredible customer experience, delivering joy and delight to our community of restaurateurs. At Upserve, our Customer Success Managers (CSMs) help build thriving customer relationships, ensuring high levels of customer satisfaction, successful engagement with our software, increased retention, and a consistently strong and positive experience with our brand. Reporting to our Senior Director of Customer Success, the Manager of Customer Success leads teams of CSMs, supervising and mentoring them to become trusted strategic advisors to our customers and high performance professionals that execute across the entire Upserve organization. Day to day this means:

- Developing and mentoring a team of passionate and motivated customer success managers, building a culture of high performance and customer-focused results.

- Forecasting key performance indicators for account segments, including churn and referrals.

- Reporting on customer engagement with our products and services using Totango, Salesforce, and other systems.

- Managing usage and adoption programs, arming you and your team with the tactics to maximize customer business results.

- Working collaboratively across the Upserve organization to advocate for the customer, including escalations, product feedback, and strategic partnership opportunities.

- Design, develop, and deliver customer engagements that mitigate risk, reduce churn, drive referrals, and maximize account health.

- Advocate for customers in driving best practices in our work, aligning their business roadmap with our products and platform, and engaging them as a community.

===== The Right Ingredients =====

For a highly motivated emerging professional, this role provides an excellent opportunity with setting the customer success strategy and leading a team in a fast-paced and creative restaurant technology company. We are looking for a “roll up your sleeves and get it done” type that thrives in an environment where you are putting a framework around big initiatives. You should possess the following qualifications:

- 5 to 7 years of progressive experience in customer success or client services

- 3 to 5 years of people management experience

- Prior experience with restaurant technology and point-of-sale preferred

- Experience with teams of CSMs managing hundreds of customers

- Proficiency with revenue forecasting based on renewals and referrals

- Strong written and verbal communication skills

- Excellent organizational skills and experience managing competing priorities.

- Proficiency developing and delivering awareness and education for customers.

===== Upserve's "Mise En Place" =====Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).- Our Net Promoter Scores over the last six months are higher than any other SMB software company- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker. But our focus on excellence doesn't stop there. We offer competitive employee, including the following: - 100% paid medical and dental coverage with the leading provider nation-wide - Unlimited Time Off - our policy is "take the time you need, when you need it" - A "family first" culture, with generous paid parental and caregiver leave - 401(k) with built-in financial advisory services - Quarterly wellness weeks, focused on mental, emotional AND physical health - Complimentary onsite gym - Multiple social clubs, including intramural sport leagues and a monthly "supper club" Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.